Frequently Asked Questions

How Online Billing Works

How
do I get started?

You will need a copy of
your most recent bill in order to register for My Account. You do not need to
enter any financial information until you make your first payment, but you may
do so if you would like. When you are ready to start, click the First Time User
link on the Login page and follow the instructions on each page.

What
if I forget my password?

You can retrieve your
password online by clicking the Forgot Your Password link on the Login page. If
you need further assistance, a representative can reset your password. Just
call us during the hours of 7 a.m. - 7 p.m. Monday through Friday.

What
does this service cost?

We do not charge for the
Online Billing service. If you decide to view and pay your bill through another
website, such as your bank or portal, the provider of that website may charge
you processing fees. Our payment vendor, Speedpay, does charge a convenience fee for making a credit or debit card
payment.

If
I have a "Disconnection Notice" on my bill, can I still make an
electronic payment?

Yes, but if the payment
is after the due date, you should contact us during the hours of 7 a.m. – 7
p.m. Monday through Friday to make sure your service is not interrupted.

When
can I see my bills online?

Your bills will be
available to you online once you've completed the registration process. If you
have not already submitted your payment, you can do so online. If you have
already submitted your payment, you don't need to do anything. You will receive
an e-mail notification when your next month's bill is available to view and
pay. Your next bill will be available within 72 hours of your next billing
date. For example, if your billing cycle is the 20th of every month, you will
see your first eBill on the 23rd. You will receive an e-mail notification when
your eBill is available to view and pay.

Can
I still mail a payment to pay my bill?

Yes. Just print your
bill, include the coupon with your check and mail to the address that is listed
on your bill. Please be sure to print your account number on your check so that
we can post the payment to your account as soon as possible.

Can
I still receive a paper bill?

When you register for My
Account, you agree to receive monthly e-mails informing you that your bill is
ready. However, you will still receive your paper bill unless you select the
“Go Green” paperless billing option. Regardless of which option you choose, you
may print your bill at any time in order to retain a printed copy for your
records. You will have six months of bills available for quick, convenient
access online. You can always turn your paper bill back on by changing your selection
in the Go Green Paperless Billing option.

When
will the money leave my bank account and when do you credit my account?

We submit your payment
request on the scheduled date. This allows us to process your payment on time.
Your bank account will typically be deducted on the scheduled date, but in some
cases it could be one business day later depending on how quickly your bank processes
the request. Usually, all other records at Delmarva Power will be updated with
your payment the next business day.

Do
I get a confirmation number right away when I make a payment?

Not if you are making a payment
from your bank account. When you confirm your payment, you will see the payment
listed on the “My Bill Summary” page in a pending status. This payment status
will change to “paid” on the date that you indicated you wanted your bill paid.
If you are making a payment using a
credit or debit card, you will receive a payment reference number at the end of
your transaction and will also receive a confirmation email.

How
To's

How
can I get a question answered right away?

First, take a look
through our FAQs to see if we've already provided an answer to your question.
If you don't find the answer online, you may either send an e-mail to Customer Service or call us during the
hours of 7 a.m. - 7 p.m. Monday through Friday.

How
do I set up or change my billing account information?

To change your My Account
information, such as your e-mail address or password, sign-in to My Account and
then select “Manage My Account” from the left menu.

Can I use a bank account or credit card to make a payment?

Yes. If you want to use a
credit card to pay your bill, this option is available through Speedpay, but
you will be charged a convenience fee.

How
do I make a payment if I cannot access my account online?

How
do I edit a payment after I have made it?

If you have submitted a
payment that has a pending status, you can cancel it. Find your payment on the
My Bill Summary page and click on the payment. Payments that have a “paid”
status have already been submitted to your bank and cannot be changed. Credit or debit card payments are authorized
at the time of transmittal and may not be canceled.

Can
my spouse sign up for Online Billing also?

No. We only allow one
user per billing account to register for My Account.

How
can I pay my bill automatically every month?

The Automatic
Payments feature allows you to set up a recurring or repeating payment from
your bank account that will be paid on your bill due date.

In addition, the AutoPay
feature allows you to establish a maximum amount that you want paid. In the
event that your bill exceeds the maximum amount you established, we will send
you an e-mail informing you that your payment was scheduled for your maximum
amount and that you still have a remaining balance. You will need to sign in to
My Account and make an additional payment to cover the remaining balance to
avoid any late payment fees.

What
If's

If
I have a problem, who do I contact?

Customer Service. You may
click the Customer Service link to send us an
electronic message describing the problem. You may also call Customer Service
during the hours of 7 a.m. - 7 p.m. Monday through Friday.

If
the Online Billing service or Internet service is down, who do I contact?

We monitor My Account
constantly. If you find that the service is down, check back later. Problems
are usually resolved within a few hours. If you need to make a payment that day
because of a disconnection notice, we have a number of other convenient bill
payment options.

If
I lose access in the middle of submitting a payment, what do I do?

A payment transaction is
only completed once you've received a confirmation page. Usually, all
transactions are canceled when your session is terminated for any reason. If
you are unsure if your payment request has been processed, check the My Bill
Summary page, if your payment request was successful it will be listed.

What
if there is not enough money in my bank account when I make a payment?

We automatically resubmit
payments returned for nonsufficient funds once. If your payment fails the
second time, your account will not be paid and your bank may charge you a
service fee for payments that could not be processed. In addition, we will
assess a returned payment fee.

Why
is my debit card being declined when trying to make payment in My Account?

Our payment vendor,
Speedpay, services four major ATM networks, NYCE, Pulse, Star, and Accel. Your financial institution must subscribe to
one or more of these ATM networks in order for Speedpay to be able to process
your payment. You can determine if your
financial institution subscribes to these networks if you see their name or
logo on the back of your ATM or debit card. If your bank does subscribe to
these networks and you are still being declined, you should check the status of
your account with your financial institution.

Privacy
and Security

How
will my financial information be protected?

We store your bank
account information in an encrypted format in our database which is secured
from outside parties. Your bank account information will be partially masked
(e.g., XXXXXX1234) whenever presented on our website. When we process your
payment, we encrypt the financial information and transmit the data to the
banking network through a secure connection.

We do not store payment
card data in our database. This
information is transmitted through a secure network to our payment vendor who
is Payment Card Industry (PCI) compliant.

What
happens to my personal information and payment data if I cancel?

You will have access to
your Online Billing information after submitting your cancellation. This allows
you to view your historical data or pay your most recent bill. We retain your
bill data in our online billing system for 13 months.

How
will my personal information be used?

Your personal information
will be used to access My Account. Your financial information will be used to
process payments that you schedule through Online Billing. We do not sell your
personal information to third parties who send unsolicited information.

Can
I opt out of having my personal information used at all?

Your personal information
is required to access My Account. You can opt out of nonbilling related,
informational e-mails if you so choose.

Will
I get more "spam" by signing up for this service?

No. The only information
that will be sent to you will be related to the online billing service or other
services we provide. We do not sell your personal information to third parties
who send unsolicited information.

How
can I change my personal information?

To change your
information, sign on to My Account and select Manage My Account from the left
menu.

As public concern about ecosystems, changing habitats, pollution and land management continues to grow, we remain committed to sustainable conservation and restoration initiatives as an integral part of our business operations.
Learn More